The Role of Call Center Software in the Healthcare Industry

What role can call center software play in healthcare? It can play a vital role, transform communications and also improve patient satisfaction.



Call distribution to the right person
A typical hospital has many departments and wings. Employees work at their desks and then there are paramedics, nurses and doctors doing the rounds of wards. There may be ambulance staff in the field. They need to stay connected and incoming calls need to be routed to the right doctor. The inbound call center software is tailor made for this purpose since it has skill based mapping and intelligent automatic call distributor.



Connect patients
Today’s call center software usually includes an IVR for self service. This could be the first point of contact for inbound calls from existing patients and from new patients looking to set up an appointment. The IVR sets up an appointment and the doctor also receives notification. The same IVR can be used to cancel or reschedule appointments. This is but one application of the many possible uses by patients inside the hospital and outside.



Interconnects
Patients may need to visit the hospital for follow up checks or just for consultation but the call center with WebRTC feature permits video chats between patient and doctor and consultation between two doctors or a group of doctors and examine patient records. Since WebRTC has inherently higher security, the hospital may have peace of mind knowing it meets regulatory compliance standards. Interconnect also means addressing a patient query over any channel like phone, email, chat or social media. Omnichannel call center software with social media fits right into the healthcare environment and delivers better patient satisfaction while reducing burden on staff. Since the call center solution already incorporates SMS, it is an easy task for administration to send our bulk SMS to patients or to employees and also set reminders. Call center packages these days include mobility functions, which means field staff can make use of the centralized system from anywhere and at anytime.



Records
One good feature of call center solutions is its recording facility and registration of calls in a centralized CRM. Hospitals and healthcare givers can benefit from these features. The recording can be replayed and analyzed to address shortcomings or for improvements. Similarly, data in the CRM does help a healthcare service provider fine tune services and grow with the help of analytics.



Call center communication solutions are inherently far more sophisticated than PBX and have greater flexibility of deployment as well as use. A hosted solution becomes even better because it helps branches of hospitals in various locations make use of the same system while maintaining separate accounts. From the perspectives of ease of use, performance, quality of service and costs, this is the better and ideal communication pathway for healthcare.



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